Using Zoom Contact Center role management

Zoom Contact Center admins can use the role management feature to control access to features and settings in the Zoom web portal. For example, you can assign certain agents as supervisors and give them access to view the queue analytics dashboards so that they can track queue KPIs.

Requirements for using Zoom Contact Center role management

Note: For custom roles, when Address book management under Administration section or Address book tab under Client Management section are not checked, then the consumer information is not matched with address book contacts for engagements handled by users with that custom role. If address book contact lookup is needed for users with a custom role, at least one of these settings needs to be checked.

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How to assign the account-level Zoom Contact Center privilege

Contact Center Management account-level role privilege grants access to the Zoom Contact Center web admin portal. Account owners will have this privilege by default. If they don't have a contact center license, they can only access user management. Other users may be granted this new privilege, but they must have a Zoom Contact Center license before they are able to access the Zoom Contact Center section of the Zoom web portal. This new permission also enables support for Delegated Account Administration of Zoom Contact Center.

To assign this privilege, follow the article about account-level role management. You find the Contact Center Management privilege in the Role Settings tab, under the Contact Center section.

Default Zoom Contact Center roles

There are three default roles that you can add members to. You can’t delete these roles, but you can duplicate these roles to use as a starting point for a new custom role.

 

Role nameLevel of access
AdminAll Zoom Contact Center features and settings in the web portal and desktop client.
SupervisorSome permissions for management features in the web portal and desktop client.
AgentAll desktop client features, but no management features in the web portal.

How to add members to roles

Add members to a role to specify the users that have access to the role's privileges.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
  2. In the navigation menu, click Contact Center Management then Roles.
  3. Click the name of the role you want to assign members to.
  4. Click the Role Members tab.
  5. Click Add Members.
  6. Enter names or email addresses to specify users to add as members.
  7. Click Add.

How to add a new role or duplicate an existing role

  1. Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
  2. In the navigation menu, click Contact Center Management then Roles.
  3. Click Add.
    Note: Alternatively, you can create a new role by duplicating an existing role. Click the ellipses icon in the last column, then click Duplicate.
  4. Specify the following information:
  5. Click Add or Duplicate.

How to edit role settings and privileges

  1. Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
  2. In the navigation menu, click Contact Center Management then Roles.
  3. Click the name of the role you want to edit.
  4. Change the role privileges as needed.

Role privileges

Settings tab

General section

Engagement Features section

Engagement Management section

Client Customization section

Analytics tab

Real-time Analytics section

Historical Reports section

New reporting experience section

Usage Reports section

User Activity Reports section

Administration tab